Senior Program Manager
Senior Program Manager
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1 Vacancy
Job Description
About Gladly:
Gladly the customercentered AIpowered customer support platform is built around people not tickets. Unlike traditional ticketbased customer support solutions our software helps brands deliver radically personal service at scale by integrating every channelvoice email SMS chat social messaging and selfserviceinto a single lifelong conversation stream. Companies like Allbirds Bombas Crate & Barrel and Warby Parker use Gladly to create exceptional customer experiences transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility innovation and inclusivity. We foster a collaborative inclusive culture that prioritizes growth DEIB and meaningful connections. At Gladly people are at the heart of everything we do.
The Team
Were looking for an experienced Program Manager to be a strong partner to our company leaders with a focus on planning & dependency mapping and coordination across multiple teams. Reporting to the VP of Engineering youll work closely with Product Management Design Product Marketing and Customer Success leadership to deliver strategic initiatives that drive Gladlys growth. Well also depend on our Program Manager to standardize best practices and deliver operational excellence as we build and bring products to market.
The Opportunity
As our first Program Manager at Gladly youll have the unique opportunity to shape and scale the Program Management function across our fullydistributed team. This role is perfect for a strategic thinker who excels at bringing structure to complex problems and thrives on crossfunctional collaboration. Youll be instrumental in driving the successful delivery of our products and features while establishing the foundation for program management excellence.
Were looking for someone with a passion for operational excellence process improvement and crossfunctional leadership the curiosity to solve complex problems and the initiative to thrive in a fastpaced SaaS environment.
What Youll Do
- Establish and maintain program governance framework including steering committee structure
- Develop and track program KPIs OKRs and success metrics
- Create and maintain comprehensive program roadmaps aligned with quarterly and annual objectives
- Drive critical decisionmaking through datadriven insights and recommendations
- Own the release coordination processes across product teams
- Manage dependencies across Engineering Product Design and Customer Success teams
- Drive alignment on priorities and resource allocation across stakeholders
- Design and implement program management methodologies and best practices
- Establish metrics and reporting frameworks for program success
What Were Looking For
- 5 years of program management experience in SaaS startup environments including building Program Management functions
- Strong expertise in software development lifecycle including both pre and postsales stages
- Experience practicing agile methodologies with the ability to adapt based on team needs
- Exceptional communication skills with the ability to influence conversations at all levels
- Strong analytical skills with experience in datadriven decision making
- Proven track record of working effectively in crossfunctional distributed organizations
- Strong technical aptitude and ability to master relevant technologies
- Commitment to documentation and process improvement
Salary for this role: $134000 to $167000 a year Equity Benefits
The cash compensation above includes base salary and is not reflective of potential commission for employees in eligible roles or annual bonus targets under Gladlys bonus plan for eligible roles. In addition to cash compensation all Gladlys employees are eligible to participate in Gladlys equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate including their career level skills experience specific geographic location qualifications and other jobrelated reasons.
Why Join Gladly
At Gladly were not just building softwarewere transforming an industry. We take a peoplefirst approach both in our product and our culture. When you join us youll enjoy:
- Competitive salaries stock options and comprehensive benefits
- Generous paid time off parental leave and home office stipends
- A fully remote work environment with opportunities for inperson team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly we believe in challenging the status quo celebrating grit and striving for excellence. We thrive as a team by embracing transparency collaboration and a customerfirst mindset. If this role excites you but you dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Required Experience:
Manager
Employment Type
Full Time
